Client Success Manager

Requirements:

• 2 to 5 years experience in customer success, account management, or a similar client facing role
• Exposure to SaaS, operations, or field service environments is beneficial
• Strong communication and problem solving skills
• Comfortable managing onboarding, training, and ongoing client relationships

Key Responsibilities:

Client Relationship Management

• Act as the primary point of contact for assigned clients, building strong and lasting relationships.
• Regularly engage with clients to understand their business goals and how the platform can support them.
• Conduct regular checkâ??ins, reviews, and performance evaluations.

Onboarding & Implementation

• Oversee the onboarding process for new clients, ensuring a smooth transition.
• Collaborate with the implementation team for timely deployment.
• Ensure accounts are correctly configured before goâ??live.
• Drive real usage in the field, not just system setup.

Support & Issue Resolution

• Serve as an escalation point for client issues and coordinate resolution with internal teams.
• Proactively identify and address potential challenges impacting satisfaction or retention.

Training & Enablement

• Provide training and resources to ensure effective platform use.
• Develop customized solutions and workflows tailored to client needs.

Client Advocacy & Feedback

• Act as the voice of the client internally, sharing feedback with product, support, and development teams.
• Advocate for client needs while aligning with organizational goals.

Performance Monitoring & Reporting

• Track success metrics, usage data, and KPIs to assess client value.
• Provide regular performance updates and strategic recommendations.

Renewals & Upselling

• Drive retention by ensuring satisfaction and continued usage.
• Identify upselling and crossâ??selling opportunities.
• Own retention and expansion revenue targets.
• Prevent churn and identify growth opportunities across sites, users, and modules.

Skills & Competencies
Essential Skills

• Customer Relationship Management
• Problemâ??Solving
• Technical Proficiency with SaaS platforms
• Strong Communication (verbal and written)
• Analytical Thinking

Core Competencies

• Clientâ??Centric Mindset
• Team Collaboration
• Organizational Skills
• Adaptability
• Leadership

Performance & Success Metrics

• Drive successful client onboarding within defined timelines.
• Monitor and improve client usage, engagement, and adoption.
• Maintain high retention rates by proactively addressing risks.
• Identify and execute opportunities
  
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